Technical Support Engineer

Gigs•New York, NY

44d•$150,000 - $180,000•Hybrid

About The Position

As a Technical Support Engineer, you will serve as the technical anchor for our support operations. You exemplify excellence in every response - whether to a business customer or an end-user - intuitively adapting to their distinct perspectives. You do not just close the tickets assigned to you; you take ownership of a healthy queue, ensuring the entire operation runs smoothly. In this role, you will act as the primary escalation point for complex connectivity challenges that stump our Tier 1 partners. You will navigate the entire technical stack - from debugging API logs to troubleshooting live network connectivity issues for end-users. You will act as a bridge, translating technical root causes into clear solutions for customers while feeding critical insights back to our Product and Engineering teams. You ensure that when a user needs to connect, the Gigs platform delivers. This role is located in our New York hub.

Requirements

2-3 years of experience in a technical role with customer-facing components.
Comfortable using tools like Postman to debug APIs.
A grasp of core technical concepts (Webhooks, REST, request tracing, etc.) to trace technical process flows.
You don’t just follow a runbook, you are comfortable investigating ambiguity and finding answers in a fast-changing environment.
Strong communication skills with a technical background, allowing you to easily understand our platform and communicate complex concepts to our customers.
Take ownership of your queue, prioritizing urgent external requests alongside internal improvement projects without needing constant supervision.

Responsibilities

Drive Technical Resolution - Go beyond standard fixes to deconstruct complex provisioning and API failures. You will investigate the "why" behind an error to prevent it from recurring.
Troubleshoot Connectivity - Serve as the domain expert for network-related incidents. Whether it’s a failed SIM activation or an outage, you will diagnose the issue and guide customers to a resolution.
Empower Tier 1 Support - Act as the safety net and mentor for our Tier 1 support team. You will unblock them on escalated tickets and provide the technical guidance they need to handle less complex issues independently.
Translate & Document - You will turn technical findings into accessible documentation and clear customer communication, ensuring knowledge is shared rather than siloed.
Shape the Platform - You are the customer advocate in the room with Engineering. You will use support data to champion bug fixes and feature improvements that directly enhance the Gigs API and dashboard.